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Table of Contents
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Courseware Licensing
ITSM Academy 2022 Education Catalog
Welcome to the Academy!
ITIL Certification Classes ............................................................................................ From Process to Practice - Improvement Workshop ............................................. ITIL 4 Readiness Assessment .................................................................................... ITSM For DevOps ........................................................................................................ Lean / Value Stream Mapping (VSM) ........................................................................ Certified Process Design Engineer (CPDE) ............................................................... Employee Experience / Experience Level Agreement (XLA) .................................. Agile Service Manager (CASM) .................................................................................. DevOps / SRE Certification Classes ........................................................................... Apollo 13 Simulation - an ITSM Case Experience ................................................... Key Concepts of ITIL, DevOps, Agile, VSM & Process Engineering ......................... Courseware Licensing Program ................................................................................ About ITSM Academy ................................................................................................. 4-10 11 12 13 14 15 16-17 18 19-26 27 28 29 30
Our extensive catalog includes accredited and sustainable education. Most courses are offered in our public classrooms and many as independent study. All are available for corporate delivery and through our courseware licensing program. We also offer other some of the titles in eLearning. Call, email or use our online chat for more details.
Female owned small business, established 2004
Content Includes ITIL 4 & So Much More... Click in the Table of Contents below to go directly to the line of training you are exploring.
ITIL has evolved over time to reflect changes to the way organizations work, different service management concepts and priorities, and our understanding of the different capabilities required to deliver value. The world has changed significantly since ITIL was first introduced (and even since it was last updated in 2011). Technology is advancing faster today than ever before. Developments such as cloud computing, infrastructure as a service (IaaS), artificial intelligence (AI) machine learning and blockchain have opened fresh opportunities for value creation, and led to IT becoming an important business driver and source of competitive advantage. In turn, this positions IT service management as a key strategic capability. ITIL 4 – introduced in early 2019 – provides the guidance organizations need to: Address new service management challenges Utilize the potential of modern technology Organizations are encouraged to: Use ITIL to adopt a service management approach Adapt ITIL guidance to their own specific needs and circumstances ITIL 4 brings ITIL up to date by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps. Increasingly, organizations recognize that value is co-created through an active collaboration between providers, consumers and other stakeholders. That collaboration may come in the form of the definition of requirements, the design of service solutions and even in the creation and provisioning of the service. ... educate and inspire
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Services are the main way that organizations create value for themselves and their customers. Almost all services today are IT-enabled, which means there is tremendous benefit for organizations in creating, expanding and improving their IT service management (ITSM) capability. ITIL provides organizations with a comprehensive framework for ITSM. ITIL 4 brings ITIL up to date by re-shaping much of the established ITSM practices in the wider context of customer experience, value streams, and digital transformation, as well as embracing new ways of working, such as Lean, Agile, and DevOps. This 18-hour course introduces learners to the management of modern IT-enabled services, provides them with an understanding of the common language and key concepts, and shows them how they can improve their work and the work of their organization with ITIL 4 guidance. Course Objectives: The learning objectives of ITIL 4 Foundation include an understanding of: Key concepts of service management How value creation is enabled through services The ITIL service value system The ITIL service value chain The four dimensions of service management ITIL practices The ITIL guiding principles Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) ITIL 4 Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Exam voucher, including ITIL® 4 Foundation: an introduction to ITIL 4, the Digital Core Guidance eBook Who Should Take This Class? ITIL Foundation training is essential for anyone involved in the internal or external delivery of IT services: Individuals at the start of their journey in service management ITSM managers and aspiring ITSM managers Individuals working in other parts of IT (digital, product, dev. etc.) with a strong interface to service delivery Existing ITIL qualification holders wishing to update their knowledge PreRequisites: Complete pre-class reading assignment Familiarity with IT and IT services is recommended Certification: Learners will be equipped to earn the ITIL Foundation certification by achieving a passing score (65%) on the 60-minute exam, consisting of 40 multiple choice questions. Successful Candidates receive a 3 month subscription to MyAxelos, with content, templates, toolkits, and online resources, including the ITIL 4 practice guides.
ITIL Foundation
This 18-hour course is aimed at IT Service Management (ITSM) practitioners managing the operation of IT-enabled and digital products and services, and those responsible for the end-to-end delivery. Candidates acquire an understanding of how to integrate different value streams and activities to create, deliver and support IT-enabled products and services, and how to apply relevant practices, methods and tools. This course also provides an understanding of service performance, service quality and improvement methods. Course Objectives: This course covers the core service management activities and expands the current scope of ITIL to cover the creation of services. Attendees acquire an understanding of: The integration of different value streams and activities to create, deliver and support IT-enabled products and services Supporting practices, methods and tools Service performance and service quality and improvement methods How to continue to deliver innovative yet reliable technology-enabled services in an increasingly competitive market Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) CDS Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Create, Deliver and Support examination Who Should Take This Class? The primary audience for this course includes IT Operations Managers, Service Desk professionals, Service Managers, Development Managers, Developers, ITSM managers and aspiring ITSM managers. It may also be of interest to: Individuals managing the operation of IT-enabled and digital services Individuals responsible for the end-to-end delivery of products and services, including development, deployment and monitoring and support Individuals responsible for assuring that services are delivered and supported according to agreed levels PreRequisites: ITIL 4 Foundation Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the Create, Deliver and Support (CDS) certification by achieving a passing score (70%) on the 90-minute exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
ITIL Specialist: Create, Deliver and Support
This 18-hour course is aimed at IT Service Management (ITSM) practitioners responsible for managing and integrating stakeholders, those that focus on customer journey and experience, and those that are responsible for fostering relationships with partners and suppliers. Course Objectives: This course covers all types of engagement and interaction between a service provider and its customers, users, suppliers and partners. Attendees acquire an understanding of: The conversion of demand into value via IT enabled services Key topics such as SLA design, multi-supplier management, communication, relationship management, customer experience (CX) and user experience (UX) design, customer journey mapping Tools to increase stakeholder satisfaction, integral to business success in the current competitive landscape Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) DSV Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Direct, Plan and Improve examination Who Should Take This Class? The primary audience for this course includes Business Relationship Managers, Enterprise Architects, Project Managers, Supplier Relationship Managers and UX Designers. It may also be of interest to: Individuals responsible for managing and integrating stakeholders Individuals that focus on customer journey and experience Individuals that are responsible for fostering relationships to obtain value realization Individuals that are responsible for fostering relationships to obtain value realization PreRequisites: ITIL 4 Foundation Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the Drive Stakeholder Value (DSV) certification by achieving a passing score (70%) on the 90-minute exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
ITIL Specialist: Drive Stakeholder Value
This 18-hour course is aimed at IT managers and practitioners involved in digital services or digital transformation projects working within or towards high velocity environments. Course Objectives: This course explores the ways in which digital organizations and digital operating models function in high velocity environments. Attendees acquire an understanding of: How aspiring organizations can operate in a similar way to successful digitally-native organizations The use of working practices such as Agile and Lean The use of technical practices and technologies such as cloud, automation, and automatic testing How to focus on rapid delivery of products and services to obtain maximum value Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) HVIT Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation High Velocity IT examination Who Should Take This Class? The primary audience for this course includes Service Designers, Release Managers, Cloud Architects, DevOps Engineers and Software Developers. It may also be of interest to individuals working in or migrating to high velocity environments. PreRequisites: ITIL 4 Foundation Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the High Velocity IT (HVIT) certification by achieving a passing score (70%) on the 90-minute exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
ITIL Specialist: High Velocity IT
ITIL Specialist: Sustainability in Digital and IT
Sustainability is a growing concern for communities, organizations, teams and individuals globally. This 24-hour course provides learners an understanding of sustainability, which is a business approach focused on creating long-term value for society and other stakeholders by addressing the risks and opportunities associated with economic, environmental, and social developments. This course introduces the practical steps required to develop and implement a sustainability strategy, as well as the skills needed to enable an organization to deliver value by introducing sustainability practices. Course Objectives: The learning objectives of Sustainability in Digital and IT include an understanding of: The key concepts of sustainability The value, benefits, costs, and risks of sustainability How digital and information technology support sustainability How to plan sustainability for an organization How organizational sustainability is assessed, maintained, and improved How select ITIL practices support sustainability Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) Sustainability in Digital and IT Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique case study-based assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Sustainability in Digital and IT examination Who Should Take This Class? The target audience for this course includes: IT/Digital/Service Strategists Service Designers/Architects Product/Service Managers ITSM Managers and aspiring ITSM Managers Managers of all levels involved in shaping direction and strategy or developing a continually improving team Existing ITIL qualification holders wishing to develop their knowledge PreRequisites: Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the Sustainability in Digital and IT certification by successfully completing the in-class assignments and by achieving a passing score (65%) on the 60-minute exam, consisting of 35 multiple choice questions. Exams by PeopleCert.
ITIL Strategist: Direct Plan and Improve
This 18-hour course is aimed at managers of all levels involved in shaping direction and strategy or developing a continually improving team. It covers both practical and strategic elements. This universal module is a key component of both the ITIL Managing Professional and ITIL Strategic Leader streams. Course Objectives: This course provides individuals with the practical skills necessary to create a 'learning and improving' IT organization, with a strong and effective strategic direction. Attendees acquire an understanding of: The influence and impact of Agile and Lean ways of working How Agile and Lean can be leveraged to an organization's advantage A practical and strategic method for planning and delivering continual improvement with necessary agility Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) DPI Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Direct, Plan and Improve examination Who Should Take This Class? The primary audience for this course includes Continuous Improvement Managers, Change Managers, Capacity Managers, IT Operations Managers and Cloud Architects. It may also be of interest to: Individuals responsible for designing, planning, reviewing and improving products and services Individuals responsible for managing transitional changes, including validation and release of new services and products PreRequisites: ITIL 4 Foundation Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the Direct, Plan and Improve (DPI) certification by achieving a passing score (70%) on the 90-minute exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
ITIL Leader: Digital and IT Strategy
The pace of evolution in the digital world has never been so fast and organizations need to be flexible and adapt to the ever-changing environment if they want to keep providing value to their customers while remaining competitive in the marketplace. The Digital and IT Strategy course adds a new perspective to the ITIL suite and elevates the discussion around ITIL concepts to a strategic level among business leaders and aspiring leaders. Course Objectives: This course focuses on the alignment of digital business strategy with IT strategy. Attendees acquire an understanding of: The influence and impact of Agile and Lean ways of working How disruption from new technologies are impacting organizations in every industry How business leaders are responding How to build and implement an effective IT and digital strategy that can tackle digital disruption and drive success Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) DITS Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Digital and IT Strategy examination Who Should Take This Class? The primary audience for this course includes Directors, Heads of, aspiring CxOs and CIOs. It may also be of interest to individuals looking for guidance to set IT/digital strategy. PreRequisites: ITIL 4 Foundation Complete pre-class reading assignment Attend accredited training course (mandatory) Certification: Learners will be equipped to earn the Digital and IT Strategy (DITS) certification by achieving a passing score (70%) on the 90-minute exam, consisting of 40 multiple choice questions. Exams by PeopleCert.
From Process to Practice - Improvement Workshop Quickly evolve 2 of your ITSM/ITIL processes.
Powered by OwlPoint
Most popular = Change, Problem, Incident
Weeks prior to the workshop, the OwlPoint and Academy teams begin our work with your project sponsor and key stakeholders, conducting scoping interviews to select your practices. We then conduct a preliminary current state assessment. Based on the agreed-upon scope, we help identify the practice improvement team members (optimally 5 to 9 key employees) who will be attending the workshop, as well as the format of deliverables. Three-day (5-hrs per) Improvement Workshop We begin with education on the ITIL 4 key concepts and practices within the agreed scope. Once we have level-set the attendees knowledge, we facilitate the workshop activities including goal setting, gap analysis, backlog creation/refinement, and planning. This workshop allows you to engage your team in rethinking your approach to selected service management processes.
OwlPoint is an information technology consulting firm focused on the management of IT. They are the only ITIL-focused AXELOS Consulting Partner (ACP) in the United States, meaning they have demonstrated to AXELOS their commitment to Global Best Practice. Their ACP participation offers OwlPoint access to the most current approved ITIL materials and maturity models. In addition to their full range of IT Service Management consulting services, they are leaders in ITIL 4 advice and consulting. Their recommendations blend experienced know-how and original thinking for deeper insights and the right solution to your IT challenges. In addition, OwlPoint is vendor independent, so their recommendations are in your best interest and are not influenced by a software vendor. Together, we deliver value in a way that others cannot, through seamless and integrated hands-on execution and training, along with deep process management strategies.
Evolving from ITIL v3 processes to modern ITIL 4 practices can be daunting. Especially as traditional consulting firms are encouraging a far-reaching roadmap addressing all 34 of ITIL 4’s practices - over months, if not years. Leveraging ITIL 4 guidance, we lead your team to successfully and rapidly assess and improve your selected service management practices. Using a combination of traditional education and facilitated working sessions we tailor this rapid success program to your organization’s needs and deliver actionable plans designed to quickly achieve your goals and reap the benefits. After the workshop, our Subject Matter Experts (SMEs) deliver and discuss: The backlog of ideas and problem areas A presentation of actionable plans for proposed changes and improvements including identified assumptions, constraints, risks and mitigators.
OwlPoint is an information technology consulting firm focused on the management of IT. They are the only ITIL-focused AXELOS Consulting Partner (ACP) in the United States, meaning they have demonstrated to AXELOS their commitment to Global Best Practice. Their ACP participation offers OwlPoint access to the most current approved ITIL materials. In addition to their full range of IT Service Management consulting services, they are leaders in ITIL 4 advice and consulting. Their recommendations blend experienced know-how and original thinking for deeper insights and the right solution to your IT challenges. In addition, OwlPoint is vendor independent, so their recommendations are in your best interest and are not influenced by a software vendor. Together, we deliver value in a way that others cannot, through seamless and integrated hands-on execution and training, along with deep process management strategies.
ITIL 4 Readiness Assessment
The ITIL 4 Readiness Assessment - powered by OwlPoint - provides a baseline of organizational maturity and preparation to adopt ITIL 4 Best Practices and performs a gap analysis between your current state and ideal state. Findings and recommendations include a roadmap charting the best path forward to maximize organizational value. We can help you figure out the best approach for starting your ITIL 4 journey and leverage what you already have in place. Have OwlPoint’s expert ITIL consultants determine what is the best strategy for your organization based on your objectives, core strengths, current ITIL knowledge, and commitment for certain improvements. We provide you a clear roadmap with defined ITIL 4 program objectives, project requirements, time-frames, and resource estimates to set you on a successful path of adoption.
Contact us to get free access to our new ITIL 4 Evaluation Tool. It's a great, simple (and free) way to evaluate where you will be starting your ITIL 4 Journey.
ITSM For DevOps
This sixteen (16) hour course describes how to accelerate and modernize your IT service management (ITSM) processes in support of DevOps. Let’s face it, ITSM processes have – at times – a reputation for being heavy handed and bloated. They can also be a constraint in the IT value stream; particularly in organizations adopting Agile and DevOps practices. In this course you will practice and master pragmatic approaches for streamlining and automating existing ITSM processes and for handling compliance as code. This course discusses key ITSM processes that are critical to DevOps and how those processes MUST be adapted to achieve high performance and deliver business value. Course Objectives: The learning objectives for ITSM For DevOps include an understanding of: How companies are struggling with the technological and human challenges of DevOps transformations The role of service management How IT service management is viewed as a constraint How DevOps introduces new ways of thinking and working How to accelerate and automate ITSM processes in support of DevOps ITSM process integration and automation How to leverage Lean and Agile methods to reduce waste and positively impact both the cost and quality of processes and services Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including DevOps - the Basics and ITSM - the Basics Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Access to additional sources of information and communities Who will your Fellow Participants be? The makeup of learners in the course is particularly interesting. We have DevOps team members coming to learn ITSM, and we have ITSM/ITIL team members coming to learn DevOps. Prerequisite: Familiarity with DevOps and/or IT Service Management is recommended, but not required Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their ITSM For DevOps certification by achieving >=65% on the 45-minute, open book exam, consisting of 20 multiple choice questions. Any learner not successful on their first attempt is eligible for one (1) free resit. Exams by Guage. Class includes facilitated discussions and exercises that produce deliverables that can put to use immediately
This sixteen (16) hour course describes how value stream mapping is different than other continuous improvement methods, and why and how it enables organizations to significantly improve and optimize performance. Learn about the anatomy of a value stream, how to build an ‘A’ team of stakeholders to map the value stream, and how to plan and lead a value stream transformation. Class also includes a series of experiential exercises designed to allow attendees to build and practice needed skills. The course describes a step-by-step approach to preparing for and conducting a value stream mapping workshop; along with how to overcome common challenges, avoid common mistakes and produce meaningful / actionable deliverables. Course Objectives: The learning objectives for Value Stream Mapping Fundamentals include an understanding of: Basic Lean concepts Basic value stream concepts The elements and parts of a value stream map The value stream mapping process Value stream mapping roles and activities Planning a value stream mapping workshop Data collection and analysis and techniques Conducting a workshop Producing workshop deliverables Building a transformation plan How to achieve the desired future state Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including a toolkit of invaluable checklists and templates Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Access to additional sources of information and communities Who will your Fellow Participants be? This training is designed to prepare attendees to arrange and/or conduct value stream mapping workshops, whether internally or for their customers. This class is for all professionals and organizations involved in improving the delivery of value to customers Prerequisite: Familiarity with DevOps and/or IT Service Management is recommended, but not required Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their Value Stream Mapping Fundamentals certification by achieving >=65% on the 45-minute, open book exam, consisting of 20 multiple choice questions. Any learner not successful on their first attempt is eligible for one (1) free resit. Exams by Guage.
Value Stream Mapping Fundamentals
Class includes facilitated discussions and exercises that produce deliverables that can put to use immediately
Learn how to confidently lead an effective and measurable process improvement program.
There are many frameworks and standards that define best practices for achieving quality IT service management (ITSM) - ITIL®, ISO/IEC 20000, COBIT, CMMI, DevOps, Knowledge-Centered Service, etc. While each describes practices, processes and controls (what to do), none provide clear, step-by-step methods and techniques (how to do it). Course Objectives: This 18-hour certification course covers how to design, reengineer and improve quality, lasting ITSM processes. This highly-interactive course provides hands-on opportunities to analyze, design, measure and integrate ITSM processes. The knowledge obtained in this course applies to every ITSM framework, standard and maturity model and includes acquiring an understanding of how to: Utilize available frameworks and standards IT service management Process maturity Quality management Determine customer requirements Evaluate the maturity of existing processes Use proven methods to design (or redesign) processes Use best practices to implement and improve processes Measure and market the benefits of process improvements Overcome resistance to organizational change Use technology to increase efficiency and effectiveness Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) The ITSM Process Design Guide (ISBN: 978-1-60427-049-5) - an $80 value CPDE Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exam and exam preparation Certified Process Design Engineer exam Who Should Take This Class? The primary audience for this course includes: Employees and managers responsible for designing, reengineering or improving processes Consultants guiding their clients through process improvement initiatives Internal and external suppliers Process stakeholders Certification: Learners will be equipped to earn their Certified Process Design Engineer (CPDE) accreditation by achieving a passing score (65%) on a 60 minute exam, consisting of 40 multiple choice questions. Any learner not successful on their first attempt is eligible for one (1) free resit. Exams by Guage.
Certified Process Design Engineer (CPDE)
This 4 hour course introduces Experience Level Agreements (XLAs) and the Experience Optimization Framework™. In class we use interactive exercises to nail down the concept of XLAs, setting learners on a solid path to improving service delivery and performance outcomes, by focusing on Experience.
Essence of Experience The Art & Science of Experience
Engage with skilled and expert instructors to learn the unvarnished truth of the Art & Science of Experience and how XLAs are changing the way we design and manage technology. In Class Experience: Learners will acquire a practical understanding of the anatomy of an XLA and how it relates to the flow of work in an organization. In class we: Compare and contrast XLA with the more traditional KPI/SLA approach, and show how they work together Introduce the Art & Science of Experience and the Experience Optimization Framework™ Show how XLAs accurately measure moments over time and anticipating experience - prior to an incident Walk through real-life examples, case studies and group exercises to take learning from thinking to action Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources via my.itsmacademy.com Learner Manual (excellent post-class reference) Essence of Experience Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises, study aids and review games Sample exam and exam preparation Open book exam Who will be your fellow participants? This class is for all professionals and organizations struggling to improve their customer and employee experience. Many past attendees had heard of XLAs, but just as many found this training while searching to improve on their traditional Service Level Agreements (SLAs). Prerequisite: An understanding of ITSM principles and practices is beneficial Certification: Learners are equipped to earn their Experience Champion certificate by achieving a passing score (65%) on the 30-minute exam, consisting of 10 multiple choice questions.
People will forget what you said, people will forget what you did, but people will always remember how you made them feel.
In an ongoing poll, only 1.8% of respondents said they were happy with their Service Level Agreements (SLAs). Additionally, 94.5% responded their SLAs are internally focused and are not about the customer, the employee or the experience.
Experience (XLA) Foundation
This 2.5-day course introduces best practices for embracing Experience Level Agreements (XLAs) and transforming into an employee-focused organization. You will learn how to embed the Experience Optimization Framework™ and articulate the value of an experience-based culture. In Class Experience: Course is built on the XLACollab's Experience Optimization Framework (EOF). The EOF provides practical guidance organized in five areas: Explore: Know where you are Envision: Know where you are going Enable: Created your XLAs Execute: Put your XLAs into operation Embrace: Innovate the experience delivered In class, we use an interactive case study based on the KIWI Airport. The hands-on activities not only allow you to understand the necessary steps within each phase of the framework (Explore, Envision, Enable, Execute & Embrace) but also to identify the next steps in your Journey toward an employee-centric organization. Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) Essence of Experience Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Exam voucher Prerequisite: Essence of Experience is recommended, but not required Certification: Learners are equipped to earn their XLA Ambassador certificate by achieving a passing score (65%) on the 45-minute exam, consisting of 20 multiple choice questions.
A Certified Agile Service Manager is the operational counterpart to a development Scrum Master. Working together, Scrum Masters and Agile Service Manager can instill agile thinking into the entire IT organization as the basis of a DevOps culture.
Agile Service Management® is a mark of ITSM Academy, Inc.
Certified Agile Service Manager (CASM)®
This course provides an introduction to Agile Service Management, the application, and integration of agile thinking into service management processes and process design projects. Agile thinking improves IT’s effectiveness and efficiency and enables IT to continue to deliver value in the face of changing requirements. This sixteen (16) hour course provides an introduction to Agile Service Management - the application and integration of agile thinking into service management processes and process design projects. Agile thinking improves IT’s effectiveness and efficiency and enables IT to continue to deliver value in the face of changing requirements. Course Objectives: The learning objectives for CASM include an understanding of: What is means to “be Agile” The Agile Manifesto, it's core values and principles Agile concepts and practices including ITSM, Kanban, Lean and DevOps Scrum roles, artifacts and events as it applies to both products and processes The two aspects of Agile Service Management Agile Process Improvement – ensuring processes are lean and deliver “just enough” control Agile Process Design – applying Agile practices to process design projects Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including DevOps - the Basics Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation Certified Agile Service Manager examination Who will your Fellow Participants be? Anyone interested in learning more about Agile and SCRUM from a product ("dev") and process ("ops") perspective Prerequisites: Familiarity with IT and IT services Certification: Learners who choose to certify in this Agile SM discipline will be equipped to earn their Certified Agile Process Owner certification and designation by achieving a passing score >=65% on the 60-minute open book exam, consisting of 40 multiple choice questions.
DevOps Campus... at ITSM Academy ITSM Academy, established in 2004, stood up our dedicated DevOps Campus in early 2016. Since that time, we have educated, inspired and certified tens-of-thousands of learners in DevOps and Agile Service Management. “With the ever growing interest in DevOps and Agile Service Management training, it made sense for us to stand up a campus inside of ITSM Academy. DevOps Campus allows us to laser focus on developing and offering the ever growing list of DevOps and Agile SM courses available,” said Lisa Schwartz, Founder and CEO of ITSM Academy, and Co-Founder / Board Member of the DevOps Institute. "In 2019, ITSM Academy began rolling out our Digital Employee Experience (XLA) training which dovetails beautifully off of our DevOps Institute courses," Schwartz continued. Skill Your Squad ITSM Academy's high-quality content includes more than 160 hours of learning materials (the most in the market). Our DevOps Campus curriculum is based on research and the most up-to-date and relevant resources. To offer our DevOps learners the most complete training programs, DevOps Campus at ITSM Academy has an additional five titles not included in the DevOps Institute's catalog. All of our DevOps related courses are available with an optional examination. By not making the exam a requirement of the course, we are able to save you both time and money! Simply put, our role-based development approach focuses on the most modern competencies required by organizations adopting DevOps.
Learners should come ready to participate in lively discussions about real-world improvements, benefits and challenges.
The flagship DevOps certification course, we ensure ITSM Academy's version of the DevOps Institutes' DevOps Foundation certification course is continually improved to stay current. Learn about DevOps leveraging case studies, real world success stories and metrics to demonstrate business success in this foundation-level certification. This sixteen (16) hour course provides an introduction to DevOps – the cultural and professional movement that stresses communication, collaboration, integration and automation in order to improve the flow of work between software developers and IT operations professionals. Improved workflows will result in an improved ability to design, develop, deploy and operate software and services faster. Course Objectives: The learning objectives for DevOps Foundation include an understanding of: DevOps objectives and vocabulary Benefits to the business and IT Principles and practices including Continuous Integration, Continuous Delivery, testing, security and the Three Ways DevOps relationship to Agile, Lean and ITSM Improved workflows, communication and feedback loops Automation practices including deployment pipelines and DevOps toolchains Scaling DevOps for the enterprise Critical success factors and key performance indicators Real-life examples and results Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including DevOps - the Basics Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation DevOps Foundation examination Who will your Fellow Participants be? This course is designed for anyone/everyone seeking an understanding of DevOps principles, practices and culture to the employees and managers responsible for leading DevOps transformations. Prerequisites: None Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their DevOps Foundation certification by achieving >=65% on the 60-minute, open book exam, consisting of 40 multiple choice questions.
DevOps Foundation
Site Reliability Engineering (SRE) Foundation℠
The course has been developed by leveraging key SRE sources, engaging with thought-leaders in the space and working with organizations embracing SRE to extract real-life best practices. It has been designed to teach the key principles and practices necessary for starting Site Reliability adoption.
The SRE (Site Reliability Engineering) Foundation course is an introduction to the principles & practices that enable organizations to reliably and economically scale critical services. This sixteen (16) hour course introduces a range of practices for improving service reliability through a mixture of automation, working methods and organizational re-alignment. The course highlights the evolution of SRE and its future direction, and equips participants with the practices, methods, and tools to engage people across the organization. The course includes real-life scenarios and case stories, and provides participants tangible takeaways to leverage when back in the office such as understanding, setting and tracking Service Level Objectives (SLO’s). Course Objectives: The learning objectives for SRE Foundation include an understanding of: The history of SRE and its emergence at Google The inter-relationship of SRE with DevOps and other popular frameworks The underlying principles behind SRE Service Level Objectives (SLO’s) and their user focus Service Level Indicators (SLI’s) and the modern monitoring landscape Error budgets and error budget policies Toil and its effect on an organization’s productivity Practical steps that can help to eliminate toil Observability as something to indicate the health of a service SRE tools, automation techniques, and the importance of security Anti-fragility, an approach to failure and failure testing The organizational impact that introducing SRE brings Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including What is SRE? Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation SRE Foundation examination Who will your Fellow Participants be? While fit for all who are interested to site reliability, course is tailored for those focused on large-scale service availability. Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their SRE Foundation certification and designation by achieving >=65% on the 60-minute, open book exam, consisting of 40 multiple choice questions.
Site Reliability Engineering (SRE) Practitioner℠
Today’s organizations deal with a higher volume of change in a more complex technical environment leading to a higher risk of outages and incidents. IT teams must improve service reliability and system resiliency. The SRE (Site Reliability Engineering) discipline introduces the operational practices needed to manage services at scale. The SRE role has become one of the fastest-growing enterprise roles. To support the growing need for SRE professionals with the latest skills, this 24-hour course introduces advanced SRE practices, methods and tools for those focused on large-scale service scalability and reliability. It provides a practical view of how to successfully implement an SRE culture in your organization, along with anti-patterns to avoid. Course Objectives: The learning objectives for SRE Practitioner include an understanding of: How to successfully implement an SRE culture SRE principles and anti-patterns How to use SLIs, SLOs, and error budgets in a distributed ecosystem How to build security and resilience in a distributed, zero-trust environment How to implement full stack observability How to move from reactive to proactive and predictive incident management The importance of platform engineering How to implement chaos engineering The SRE role and why reliability is everyone’s problem Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources Learner Manual (excellent post-class reference) SRE Practitioner Reference Card Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation SRE Practitioner examination Who will your Fellow Participants be? The target audience for this course is anyone focused on large-scale service scalability and reliability, and anyone interested in modern IT leadership and organizational change approaches. Certification: Learners will be equipped to earn the SRE Practitioner certification by achieving a passing score (65%) on the 40-minute open-book exam, consisting of 40 multiple choice questions.
This course has been developed by leveraging key SRE sources, engaging with thought-leaders in the space and working with organizations embracing SRE to extract real-life best practices. It has been designed to teach the advanced principles and practices necessary for SRE to flourish in your organization.
DevOps Leader
The DevOps Leader course not only provides a strong foundation in DevOps, it also provides a unique and practical experience for participants who want to take a transformational leadership approach and make an impact within their organization by implementing DevOps. Leading people through a cultural transformation requires new skills, innovative thinking and leadership. This sixteen (16) hour course highlights the human dynamics of cultural change and equips participants with practices, methods, and tools to engage people across the DevOps spectrum through the use of real-life scenarios and case studies. Upon completion of the course, participants will have tangible takeaways to leverage when back in the office such as understanding Value Stream Mapping. Course Objectives: The learning objectives for DevOps Leader include an understanding of: DevOps and time to value Mindset and mental models Key differences between DevOps IT and traditional IT Target operating models and organizational design Performance management, rewards and motivation Preparing investment cases Focusing on value outcomes Ideas for organizing workflows Empowerment and participation Defining meaningful metrics Value stream mapping Getting started Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including DevOps - the Basics Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation DevOps Leader examination Who will your Fellow Participants be? Leaders up-down-and-across the IT organization who know they must align and collaborate to break down silos and evolve the organization. Prerequisite: DevOps Foundation training is recommended, but not required Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their DevOps Leader certification and designation by achieving >=65% on the 60-minute, open book exam, consisting of 40 multiple choice questions.
The course was developed by leveraging key DevOps leadership sources to extract real-life best practices in leading DevOps initiatives, such as the Spotify Squad Model, and has been designed to teach the key differences and emerging practices for cultural transformation through leadership in a fast-paced DevOps and Agile environment.
Continuous Testing Foundation (CTF)
Learn how to optimize testing, to test faster and still obtain good quality and a consistent stable result. This comprehensive course addresses testing in a DevOps environment and covers concepts such as the active use of test automation, testing earlier in the development cycle, and instilling testing skills in developers, quality assurance, security, and operational teams. The course is relevant for every modern IT professional involved in defining or deploying a DevOps testing strategy for their organization, as test engineering is the backbone of DevOps and the primary key for successful DevOps pipeline to support digital transformation. Course Objectives: This sixteen (16) hour course describes culture and team aspects for team engineers, test strategies, test infrastructures, test tools, test automation, best practices, test management and analysis. The learning objectives for CTF include an understanding of: The purpose, benefits, concepts and vocabulary of DevOps testing How DevOps testing differs from other types of testing DevOps testing strategies, test management and results analysis Strategies for selecting test tools and implementing test automation Integration of DevOps testing into Continuous Integration and Continuous Delivery workflows How DevOps testers fit with a DevOps culture, organization and roles Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including DevOps - the Basics Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation DevOps Test Engineer examination Who will your Fellow Participants be? With the advent of DevOps and the movement to break down silos between developers, QA, security and operations, it becomes critically important that all members of an IT team - regardless of what tools they use, or role they play - understand the essentials of testing. Prerequisite: General knowledge of software quality assurance testing concepts DevOps Foundation training is recommended, but not required Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their DevOps Continuous Testing Foundation (CTF) certification and designation by achieving a passing score >=65% in the 60-minute exam, consisting of 40 multiple choice questions.
Continuous Delivery Ecosystem Foundation (CDEF)
Learn how to architect and orchestrate effective and efficient automated deployment pipelines while delivering higher quality solutions, reducing risk and lowering costs to accelerate business value. The Continuous Delivery Ecosystem Foundation course equips IT professionals with the broad-based competencies necessary in architecting and orchestrating effective and efficient automated deployment pipelines. Key benefits of Continuous Delivery are covered, including increased velocity to assist organizations to respond to market changes rapidly, thus being able to outmaneuver competition, reduce risk and lower costs while releasing higher quality solutions. Increased productivity and employee morale by having more activities performed by pipelines instead of humans so teams can focus on vision while pipelines do the execution. This twenty (20) hour course is built upon the principles and practices highlighted in bestselling books such as “Continuous Delivery,” “Accelerate: The Science of Lean Software and DevOps: Building and Scaling High Performing Technology Organizations,” and more written by thought leaders in the DevOps movement. Course Objectives: The learning objectives for CDEF include an understanding of: Goals, history, terminology, and pipeline The importance, practices, and transformation of a DevOps collaborative culture Design practices, such as modular design and microservices Continuous Integration (CI), such as version control, builds, and remediation Tenets and best practices of Continuous Testing (CT) Continuous Delivery and Deployment (CD): packaging, containers, and release Continuous Monitoring (CM): monitoring and analysis infrastructure, process, and apps Infrastructure and tools: frameworks, tools, and infrastructure as code Security Assurance: DevSecOps The opportunity to hear and share real life scenarios Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including DevOps - the Basics Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation CDEF examination Who will your Fellow Participants be? Anyone involved in or interested in learning about the principles of Continuous Integration & Continuous Delivery. Prerequisite: DevOps Foundation training is recommended, but not required Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their DevOps Continuous Delivery Ecosystem Foundation (CDEF) certification and designation by achieving >=65% on the 60-minute open book exam, consisting of 40 multiple choice questions.
DevSecOps Foundation (DSOF)
As companies deploy code faster and more often than ever, new vulnerabilities are also accelerating. When the boss says, “Do more with less”, DevOps practices adds business and security value as an integral, strategic component. Delivering development, security, and operations at the speed of business should be an essential component for any modern enterprise. This course explains how DevOps security practices differ from other approaches then delivers the education needed to apply changes to your organization. Participants learn the purpose, benefits, concepts, vocabulary and applications of DevSecOps. Most importantly, students learn how DevSecOps roles fit with a DevOps culture and organization. At the course’s end, participants will understand “security as code” to make security and compliance value consumable as a service. Course Objectives: The learning objectives for DSOF include an understanding of: The purpose, benefits, concepts and vocabulary of DevSecOps How DevOps security practices differ from other security approaches Business-driven security strategies and Best Practices Understanding and applying data and security sciences Integrating corporate stakeholders into DevSecOps Practices Enhancing communication between Dev, Sec, and Ops teams How DevSecOps roles fit with a DevOps culture and organization Course / Student Materials: Instructor-led education and assignment facilitation Pre-class resources, including DevOps - the Basics Learner Manual (excellent post-class reference) Participation in our in-class GAME ON! An Interactive Learning Experience® Participation in unique in-class assignments Learner Personal Action Plan Reinforcing memory exercises and study aids Sample exams and exam preparation DSOF examination Who will your Fellow Participants be? Anyone interested in learning about DevSecOps practices, including Security, Testing, Engineers, etc. Prerequisite: DevOps Foundation training is recommended, but not required Certification: Learners who choose to certify in this DevOps discipline will be equipped to earn their DevSecOps Foundation (DSOF) certification and designation by achieving >=65% on the 60-minute exam, consisting of 40 multiple choice questions.
"Houston, we have a problem" (fifty-five hours and fifty-five minutes into the mission) Imagine you are on the Apollo 13 support team and one of your crew members reports hearing a loud 'bang'. The bang is the explosion of the liquid oxygen tank No. 2 in the Service Module, providing vital oxygen used by the fuel cells that are Apollo's primary power source. The backup battery-powered electric supply in the Command and Service Module (CSM) has a lifetime of up to ten hours. Unfortunately, your ship is 87 hours from home. Your spacecraft is slowly dying. You have a serious problem, unless you, the crew members and the other ground support staff start working as a team to solve this problem. But remember, time is running out. Fast. The Apollo 13 Simulation is an intense, one (1) day training in which ITSM concepts and processes are experienced through the use of an interactive game. In this training, real life situations taken from the Apollo 13 mission are simulated. You work in teams, playing the roles of the Houston Mission Operations Ground Crew. Your mission: bring the crippled spacecraft and crew safely home. Participants get to see and feel the consequences of their decisions and actions upon the quality, cost, customer satisfaction and overall business results within the simulated environment of the Mission Operations Control Center. By giving attendees insight into the importance of effective process, the simulation has improved the capabilities of IT organization we work with. During the simulation, learners will see in real-time: The interdependency of processes Processes' impact on business continuity How good design and team implementation improves performance How to design and apply processes aimed at realizing specific and measurable goals The importance of communication and teamwork Customized for you and your team ITSM Academy can customize the Mission Control experience based on the Intake Interview. This establishes and clarifies the primary course goals and learning objectives, while determining the key points for the learners to take from the experience. To help you and your learners reap the benefits, we encourage you to provide group screenings of the Apollo 13 movie prior to participation. This allows attendees to re-familiarize themselves with the real life events surrounding one of NASA’s, and America’s, most recognized technology success stories. The day is broken into four (4) distinct modules: Build and Launch a Rocket (Configuration, Financial and Release) “Houston, We Have a Problem” (Service Desk, Incident and Problem) How to Get them Home (Change, Capacity, Availability) Limited Resources (Configuration, Change, Service Level, Availability) At the end of each module, service level reports are provided by the crew members. From this feedback, the ground crew is given time, (but not much!) to reengineer the processes. Through the one day session, participants will simulate a six (6) to nine (9) month ITSM project and learn to avoid costly mistakes. By painting such a familiar backdrop, the Apollo 13 simulation provides attendees a heightened interest in learning to improve their team’s process strategy, development, implementation and measurement skills. This course is particularly suited for organizations interested in: Developing new process skills and knowledge Improving teamwork and team processes Analyzing improvement opportunities within a working process Creating process awareness within service management projects Above and beyond the fun and exciting day your team will have working together to get the astronauts home, what we are also doing is "bringing home" the key points unearthed in the Intake for the learners to take from the experience.
APOLLO 13 SIMULATION - AN ITSM CASE EXPERIENCE™
Delivered in the physical or virtual classroom
Slated as 2 hours, we often schedule for 3 or 4 hours. The longer the delivery time-frame, the more our instructor can facilitate conversations, create parking lots, etc.
Value Stream Mapping Briefly introduces basic Lean concepts with a focus on value stream mapping, a Lean tool used to document, analyze and improve flow. Mapping a value stream creates a visual representation of how the current end-to-end process works, helps to identify/minimize waste and constraints. Learning Objectives - A high-level understanding of: Basic Lean concepts Basic value stream concepts The elements and parts of a value stream map The value stream mapping process (high-level) How to identify waste and barriers to flow How to create a plan of action
DevOps Introduces the goals, objectives, benefits, achievements and practices in a DevOps environment; and relationship between DevOps and SM frameworks, such as ITIL. Learning Objectives: Learner will have: Learned the business value of improving the flow between Dev and Ops Acquired a high-level understanding, including cultural, practical and automation aspects Discussed the benefits and results realized by organizations adopting DevOps Explored the relationship between DevOps, Agile, Lean and service management (SM) Gained insight into preliminary steps for building a DevOps environment
Agile Service Management Provides a high-level overview of Agile Service Management – the application and integration of Agile thinking into service management processes and process design projects. Agile SM practices are critical in organizations that want to deliver better products faster and more reliably; particularly those organizations that are adopting DevOps. Learning Objectives - The learning objectives of this course include a high-level understanding of: Gaining a high-level understanding of Agile SM Understanding its core vocabulary, principles and practices Learning about Agile SM roles, artifacts and events Understanding how Agile SM interfaces with IT Service Management (ITSM), Agile (Scrum) and Lean
Key Concepts Course Series include: Instructor-led training, discussion and planning facilitation Learner Manual (excellent post-class reference) Topic Specific Reference Card Participation in Interactive GAME ON! Experience® Learner Personal Action Plan Access to additional sources of information and communities
Process Engineering Derived from Certified Process Design Engineer (CPDE)®. Introduces key concepts for designing, implementing and continually improving ITSM processes. Provides an overview of proven process design concepts and approaches, along with assignments designed to allow participants to reflect on and apply what they are learning. Learning Objectives - A high-level understanding of: Process engineering key concepts The 10 Process Design and Improvement Steps How to apply Agile Service Management practices How to produce meaningful metrics How to manage the organizational change How to create a plan of action
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ITSM and ITIL 4 Introduces IT Service Management (ITSM) and covers ITIL 4 and its role in the delivery of modern IT services. Key concepts are covered at a high-level along with practical tips for transitioning to ITIL 4. Learning Objectives - A high-level understanding of: Key Concepts of Service Management ITIL 4 – Why ITIL Needed to Evolve Four Dimensions of Service Management The ITIL Service Value System The ITIL Service Value Chain ITIL Guiding Principles ITSM Practices Summary Transitioning to modern ITSM
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Unlike traditional classroom discount programs, Content Licensing is great for the training budget, while empowering organizations to deliver flexible, personalized training
Train-The-Trainer Program We offer a robust, yet flexible, Train-the-Trainer (T3) program. For Trainer Candidates who are new to instruction, the full program steps are show below. For experienced instructors, we co-create a custom plan. This is often as simple as achieving the course certification, completing the required paperwork and receiving mentorship from one of our Supervising Instructors.
All content is developed in-house and available for licensing to qualifying organizations ITIL | DevOps Agile Service Management EX / XLA | VSM
Contact us to discuss your organization's potential Return on Investment
Today's economic climate challenges organizations to accomplish their training goals with restricted budgets. Overcome this with our Courseware Licensing and Train-the-Trainer Programs. We provide quality courseware, expert mentorship, meaningful classroom experiences and actionable feedback.
Step 1
Attend ITSM Academy class, and earn certification
Step 2
Audit ITSM Academy class
Step 3
Complete paperwork for submission to the Exam Institute Each trainer applicant must meet or exceed the course Accreditor requirements
Step 4
Co-train class with a supervising instructor
Step 5
Lead class, observed by an ITSM Academy approved instructor
Being a part of our trainer network allows instructors to share in, and contribute to, the overall ITSM training community. Although Trainer Candidates can soon be teaching our courseware on their own, our program ensures they are never truly alone. As an Approved Instructor, trainers have the ability to easily submit recommended revisions and ideas to be incorporated into future releases. Further, ITSM Academy is active in the global Service Management and DevOps industries. Through our participation with these groups, instructor’s voices can be heard on all issues; certifications, standards or anything leading to improving the quality of the industries.
"I have taught on pretty much every training company's materials. No other content comes even close to the quality of ITSM Academy's materials, or their support staff." ~ Keith S., veteran ITIL instructor
Approved Instructors are capable of delivering high quality training, effectively intertwining theory and real life stories and scenarios. This training style encourages active group participation, allowing all learners to bring from class a wealth of practical knowledge. And of course, they have all the tools required to successfully prepare learners for the certification exam.
Courseware Licensing Program Benefits: A staff instructor who understands culture and uses company-specific examples The ability to train more staff members due to lower per learner costs Freedom to schedule classes on demand Reduced or eliminated instructor travel expenses Skilled internal resources to assist with process implementation Participation in Interactive GAME ON! Experience®
The Story of the Academy Today, ITSM Academy is widely recognized for its expertise in multiple IT frameworks (ITIL, DevOps, Agile Service Management, Lean) and, more importantly, how they work together. But that's not where we started. The founders of ITSM Academy “grew up” in the world of Help Desks. As our careers progressed, we graduated to Senior Management roles within our organizations. As the first wave of IT Service Management (ITSM) and ITIL reached the shores of the United States, we were hooked. An internationally accepted collection of best practices focused on reducing IT costs and improving customer satisfaction was here. We had to get our arms around this! So, like many of you, our research began. It became obvious to us that education and networking would be our first steps. Local resources were limited – so we gathered some colleagues to help start the South Florida itSMF USA Local Interest Group (LIG). We also began the hunt for quality ITIL training. At the time, options were very limited. As they say, one thing led to another... To help fill the void, in 2003, we founded ITSM Academy and set our sights on developing "Americanized" training content and achieving Accreditation. From the start, we were committed to building content of the highest possible quality. By 2005, we had developed in-house, all available ITIL Training, including Service Manager. Read more of the story here... By now, you’ve likely researched more than one training provider. What makes ITSM Academy different? Why should you choose us? “Our business values are founded in trust, loyalty, professionalism and long term relationships. We provide personalized solutions based on those same values and built on the foundation on our own experiences – as IT Professionals.” Sounds nice, but can we back that statement up? We don’t need to. Our 100,000+ (and growing!) alumni do it for us. They are happy to talk about the quality and personalized services they receive from ITSM Academy. Please visit our testimonials page, or contact us for additional information. Read more of the story here...
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Additional Resources: ITSM Professor Blog - a WEALTH of knowledge published weekly, since 2008 Webinar Archives - Monthly since 2007 ITSM Academy Resource Center
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ITSM Academy We are a female owned small business, established in 2004. Our extensive catalog includes accredited and sustainable ITIL®, DevOps, Process Design (CPDE), Agile Service Management, Site Reliability Engineering (SRE), Value Stream Mapping (VSM) and Experience Level Agreement (XLA) training and education. Our business values are founded on trust, loyalty, professionalism and long term relationships. ...educate and inspire is not just our corporate slogan, it speaks to our core mission and goal. Follow our founder and CEO, Lisa Schwartz, on LinkedIn and Twitter. ___________________________ Instructors Every ITSM Academy instructor is certified to the highest levels in the areas they train. They have years of hands-on IT practitioner experience, enabling them to effectively intertwine theory and real-life stories and scenarios. Using the highest quality content, this engaging training style encourages active group participation, allowing all learners to bring from class a wealth of practical knowledge. ___________________________ Accreditations All of ITSM Academy’s Certification Courseware is developed in-house and is accredited by independent, international organizations. ___________________________ Game On! - Interactive Learning Involves students in active learning, using the engaging qualities of a game, fueled by our Subject Matter Expertise. ___________________________ Courseware Licensing (all developed in house) In addition to our public and corporate/onsite training, our Courseware is available for licensing / co-branding under our flexible Licensing Program, including Train-the-Trainer (for qualifying organizations). ___________________________ my.itsmacademy.com (digital portal) Extends the learning experience with games, videos, exercises, sample exams, and course manuals. It also provides instructors a vast repository of information and guidance to successfully prepare for and teach our courses. ___________________________ Professional Education Hours (PDUs/CPEs/CEUs): ITSM Academy is proud to make it possible for individuals who attend our classes to earn professional education hours. (e.g., PDUs, CPEs, CEUs). These professional education hours can be submitted to associations such as the Project Management Institute and ISACA, if applicable.